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Please note that we are currently experiencing unusually high volume of queries. Before you submit any queries or send us an email, we recommend checking the FAQs below. This helps to ensure that our team can prioritise fulfilling orders and minimise waiting times for email queries. Thank you for your patience and cooperation.


- FREQUENTLY ASKED QUESTIONS -

Q1: How long will delivery takes?
A1: Delivery takes about 2 to 5 business days on average. If your delivery address is located in a remote location, it can take between 6 to 12 business days. This is an ETA only provided by the courier.

Q2: I have placed my order online but have not yet received my receipt or confirmation.
A2: An invoice is normally generated and emailed automatically to you when you place an order. If you have not received the email, it may have gone into your junk or spam. If it is not there, you may have entered an incomplete email address. Kindly send us an email and we will provide you the details.

Q3: I have placed my order a few days ago but have not yet received updates if my order has been shipped.
A3: After an order has been dispatched, we normally send out notification. If you have not received the email, it may have gone into your junk or spam. If it is not there, you may have entered an incomplete email address. Kindly send us an email and we will provide you the details.

Q4: When I placed my order, the item was in stock. Why is it not available now?
A4: Ocassionally, there are human error or damaged item during shipping or handling, causing shortages of stock. This is beyond our control.

Q5: I placed an order that include items in stock and some pre-ordered items. Why hasn't you ship the in-stock items?
A5: When your order includes pre-ordered items, the standard practice is to ship your order altogether with the pre-ordered items when they becomes available. When you purchase multiple items in one order, shipping charges quoted is for shipping all of those items in one delivery. Shipping them separately will incur much higher shipping charges. We can ship them separately but only if you are happy to pay the additional surcharges. If you wish to do so, please purchase them separately or notify us as soon as possible after placing your order.

Q6: I pre-ordered some items? Is the date of availability accurate?
A6: The date given was an ETA only and can change depending or circumstances beyond our control. E.g. delays at the port, quarantine, re-directed shipment, shortages, etc.

Q7: How much does shipping cost?
A7: Shipping charges differ depending on your item and shipping address. You can find out your shipping charges simply by adding items into your shopping cart and then update your postcode on your shopping cart page.

Q8: Can you deliver to Parcel Lockers?
A8: Unfortunately, we often cannot. Parcel Lockers or PO Boxes are mainly for Australia Post parcels. Australia Post only accept parcels from selected couriers only. Our couriers are unable to deliver to Parcel Lockers not because they don't want or won't but because Parcel Lockers does not accept parcels from them. With the exception of items that can fit into small sachet, all our other items often cannot be delivered to Parcel Lockers

Q9: Can you ship via express post?
A9: No, unfortunately. Our courier does not offer express post for heavy or bulky items. Small items (wrist guards, gym ring, kettlebell book) can be shipped via express post only if you are happy to pay for express freight.

Q10: I selected direct deposit when placing my order but I cannot find payment details.
A10: Payment details are available after completion of your order. Alternatively, you can find it here: https://kettlebellsaustralia.com.au/payment-options

Q11: What reference number do I provide when making a direct debit transfer payment?
A11: Please use your receipt or invoice number as the reference. This is a 4 digit number on your invoice sent to you via email. If you cannot locate the invoice, it may have gone to your junk or spam box.

Q12: I selected direct debit when placing my order. When should I make payment?
A12: We recommend making payment immediately. Unpaid orders will be cancelled automatically if payment is not received after 5 business days. Change of mind sometimes happen. We cannot reserve items if payment is pending for more than 5 business days.

Q13: Can I place order online and pick up instead to save on shipping charges?
A13: We operate purely online at the moment so local pick-up is not currently available yet regrettably.

 

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